SW-117786 - South Africa - Cloud Based Microsoft Teams Call Centre Solution - Deadline August 18,2026

• Vendor needs to provide cloud–based Microsoft teams call centre solution. • The solution aims to enhance customer service delivery, call management, reporting, monitoring, and operational efficiency.• Supply, configure, implement, and maintain a cloud–based Call Center System integrated with Microsoft Teams.• Platform must be Microsoft teams connected contact center certified, with certification documentation provided.• Fully integrate with Microsoft Teams Direct Routing and support future CRM integration.• Implement call handling features such as IVR with configurable menus, call queuing, callback/virtual hold, disposition codes, and email notifications for missed calls.• Support operational hours Monday to Friday, 07:30 – 16:00, with a minimum capacity of 700 calls per day.• Real–time and historical dashboards for call and agent performance, queue metrics, SLA compliance, and virtual hold utilization.• Provide monitoring, reporting, and quality assurance features including call recording, KPI dashboards, and compliance with POPIA regulations.• Offer supervisor and administrative functionalities such as agent login and logout, queue management, silent monitoring, whisper coaching, and call barging. • Call handling and queue management.